Customer experience research

In today’s competitive marketplace, retaining and growing a loyal customer base is essential. ORC International’s consumer-focused customer experience research enables organisations to gain a multi-dimensional understanding of their customers.

Market specialists

In the private sector, ORC International specialises in conducting research for a wide range of retail brands, hotels and restaurants. We utilise the latest research developments to provide a solid framework for customer experience programmes.

Capabilities

The team also has a proven track record of successfully managing accounts of all sizes and scales; from small ad-hoc surveys, to large-scale, big brand annual projects.

Our portfolio

In the consumer market, we run a wide variety of programmes for an assortment of well-known brands. These include:

Whitbread – ORC International has worked with Whitbread since 2006 and now provides a continuous customer and guest experience programme to five of Whitbread’s brands - Premier Inn, Taybarns, Table Table, Brewers Fayre and Beefeater. The programme currently involves in the region of 800 sites across the UK, Dubai and India. Over 70,000 survey responses are obtained, processed and reported each month.

Jury’s Inn – This leading hotel group has 32 UK properties in central city locations. Since 2008, ORC International has conducted a continuous guest satisfaction feedback programme for the group.

Business research

When clients are looking to gather high-level insight from senior executives, the research approach is very different from the consumer space. Find out more about our business-to-business customer research on the Business Research pages.